Login Register
North East Buses Local Bus Scene Bus Operations, Management & Infrastructure
Passenger Focus
#11
I think GNE offer a good service. OK, like every business out there they have their flaws but they do try. They still have that local feel within GNE now despite the days of Go Ahead Gateshead and Coastline being long gone. I regularly see drivers from Percy Main depot who have been there since the days of the Wright Pathfinders going around on the 325 and 326 in Coastline colours.
Reply
#12
(26/03/2014, 17:28)Marcus Wrote: Wouldn't it be great if GNE had a page on Simply Go where unhappy passengers could debate about drivers being ignorant or buses being late? THEN someone might listen to what they have to say because the website would crash! lol

They do. It's called the GNE Facebook page and it's accessible through the Simply Go website.
Reply
#13
(26/03/2014, 17:39)Marcus Wrote: The other 2/3 probably don't care or know that their complaints or compliments won't be answered or dealt with. I mean, with this employment system now, the whole first warning and final warning thing, probably about ten complaints have to be put in before they even think about looking at the employees data, that probably goes for most companies! I have never seen an inspector or a manager 'out and about on the buses' like the website stresses they do. Most managers just sit in their offices and work on their desktops. I've once put a formal complaint in about the way a clerical staff member spoke to me, and I got that standard email back saying 'it would be dealt with', still see him out and about! It drives me up the wall, thank the lord for Bus Users!

My original comments were never aimed at one particular operator. I've made my views on Passenger Focus clear before, and I was just using this annual report as another opportunity to do that. Smile I can't blame the operators trying to have a sing and dance about it, but it really doesn't register with anyone outside of that company. It's seen as nothing more than an annual ego-realignment exercise.

I am glad the operators choose to use an independent body to survey their customers, rather than carrying out an internal based exercise. I just feel that the "respected" Passenger Focus don't go nearly as far enough.

How about using meaningful methods of collating passenger views, rather than using some obscure "sampling technique" that impresses nobody but a couple of suits sitting in front of a PowerPoint presentation?
  • Hold a series of meet the management sessions in each area that services cover. Make those sessions accessible to everyone, including those that work. Survey those that attend.
  • Implement a feedback system for all customer services tickets raised. Offer callers the opportunity to do the same after their call.
  • Have managers regularly use services and survey those using them.
  • Make the survey relevant and to the point. The Passenger Focus one is too in depth.
  • Randomly visit 'hot' bus stops (i.e. those that have high loadings), and survey those waiting for buses.

This is a lot more personal than someone from a independent company dumping a form on you, without any explanation.
Reply
#14
(26/03/2014, 19:28)aureolin Wrote: My original comments were never aimed at one particular operator. I've made my views on Passenger Focus clear before, and I was just using this annual report as another opportunity to do that. Smile I can't blame the operators trying to have a sing and dance about it, but it really doesn't register with anyone outside of that company. It's seen as nothing more than an annual ego-realignment exercise.

I am glad the operators choose to use an independent body to survey their customers, rather than carrying out an internal based exercise. I just feel that the "respected" Passenger Focus don't go nearly as far enough.

How about using meaningful methods of collating passenger views, rather than using some obscure "sampling technique" that impresses nobody but a couple of suits sitting in front of a PowerPoint presentation?
  • Hold a series of meet the management sessions in each area that services cover. Make those sessions accessible to everyone, including those that work. Survey those that attend.
  • Implement a feedback system for all customer services tickets raised. Offer callers the opportunity to do the same after their call.
  • Have managers regularly use services and survey those using them.
  • Make the survey relevant and to the point. The Passenger Focus one is too in depth.
  • Randomly visit 'hot' bus stops (i.e. those that have high loadings), and survey those waiting for buses.

This is a lot more personal than someone from a independent company dumping a form on you, without any explanation.

I'd say that would be a really good idea.
Reply
#15
(26/03/2014, 19:28)aureolin Wrote: My original comments were never aimed at one particular operator. I've made my views on Passenger Focus clear before, and I was just using this annual report as another opportunity to do that. Smile I can't blame the operators trying to have a sing and dance about it, but it really doesn't register with anyone outside of that company. It's seen as nothing more than an annual ego-realignment exercise.

I am glad the operators choose to use an independent body to survey their customers, rather than carrying out an internal based exercise. I just feel that the "respected" Passenger Focus don't go nearly as far enough.

How about using meaningful methods of collating passenger views, rather than using some obscure "sampling technique" that impresses nobody but a couple of suits sitting in front of a PowerPoint presentation?
  • Hold a series of meet the management sessions in each area that services cover. Make those sessions accessible to everyone, including those that work. Survey those that attend.
  • Implement a feedback system for all customer services tickets raised. Offer callers the opportunity to do the same after their call.
  • Have managers regularly use services and survey those using them.
  • Make the survey relevant and to the point. The Passenger Focus one is too in depth.
  • Randomly visit 'hot' bus stops (i.e. those that have high loadings), and survey those waiting for buses.

This is a lot more personal than someone from a independent company dumping a form on you, without any explanation.

Or, implement a lot of the things they are promising under a VPA...
'Illegitimis non carborundum'
Reply
#16
(26/03/2014, 18:42)citaro5284 Wrote: You just do not have a clue. Many a driver has been dismissed after a single complaint if it was serious I can assure you.

I was thinking about the ones people put on the Facebook page about the bus driving past the stop or the driver tutting if they didn't have change. I know they can get dismissed for making rude or inappropriate gestures. I've known one who got dismissed after shouting at a customer and just plain rudeness.
Reply
#17
http://www.chroniclelive.co.uk/news/nort...um=twitter

The Chronicle have picked up on the Passenger Focus findings.

Interesting quote from Mr Carr.
Not sure the figures from .35% of your passengers and a big drop in opinion re prices is much to sing about...
'Illegitimis non carborundum'
Reply
#18
The Chronicle report is wrong - the journalist has used the previous year's figures.

GNE's 'value for money' figure is now 66 per cent - that means that, using a valid representative sample, verified by an independent passenger watchdog, two thirds of GNE's passengers perceive the Company as offering 'value for money'.
Reply
#19
(27/03/2014, 16:50)eezypeazy Wrote: The Chronicle report is wrong - the journalist has used the previous year's figures.

GNE's 'value for money' figure is now 66 per cent - that means that, using a valid representative sample, verified by an independent passenger watchdog, two thirds of GNE's passengers perceive the Company as offering 'value for money'.

Well that's great. All these operators can give themselves a big pat on the back if they honestly think a pitiful response (less than half a percent in this example) to a survey represents their customers opinion.
Reply
#20
No, it's not a 'pitiful response'... it's a representative sample... please look at the Sampling article I linked to earlier.

If you have issues with the sampling, then take it up with Passenger Focus!
Reply